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What is iTop

About iTop

iTop stands for IT Operational Portal. iTop is
an Open Source web application for the day to day operations of an
IT environment. iTop was designed with the ITIL best practices in
mind but does not dictate any specific process, the application is
flexible enough to adapt to your processes whether you
want rather informal and pragmatic processes or a strict ITIL
aligned behavior.

At the heart of iTop is the CMDB (Configuration Management Data
Base), this is originally the first part of iTop that was
developed. Then came the tickets and all the derived processes.

The belief behind iTop is that a CMDB must be an
operational tool. The only way for a CMDB to be accurate and up to
date is to be used day-to-day by the IT teams (support agents, IT
engineers, etc.). Moreover, the more the CMDB is integrated with
other IT tools (monitoring systems, reporting tools, automated
inventory, etc.), the better.

iTop features, what you can do with it:

Document your IT infrastructure and all the
relationships between the various pieces and stakeholders of the
infrastructure (servers, applications, network devices, virtual
machines, contacts, locations…)

Manage incidents, user requests, planned
outages…

Document IT services and contracts with external
providers including service level agreements

Export all the information in a manual or scripted
manner

Mass import (manually and using scripts) or
synchronize/federate any data from external systems

iTop can be used by different types of persons:

Help Desk agents

Support engineers (1st level, 2nd level…)

Service managers

IT managers

End-users: a simplified “portal” interface is
available to let them submit their requests directly.

iTop is relying on Apache/IIS, MySQL and PHP:

It can run on whatever operating system supporting
those applications. It has been tested on Windows, Linux (Debian,
Ubuntu and Redhat). The application also runs on Solaris and MacOS
X.

Since iTop is a web based application you don’t
need to deploy any client software on each user’s PC. A simple web
browser is enough (IE 10+,
FF 48+, Chrome or Safari 5+).

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